Focus 02_Person
Uncommercial customer service in the best sense of the word.
It is no exaggeration to say that the "human" element standing in such a familiar space is, in a sense, the keystone of the store. Abe introduced us to Isao Kakuno, manager of the Red Wing Shoe Store.
Isao Kakuno / Store Manager, Red Wing Shoe Store Shibuya Parco
He has a wealth of knowledge about shoes, not only Red Wing shoes. Contrary to his strong looks, his soft-spoken and courteous customer service is his strong point.
I worked at the Aoyama store for 8 years as a staff member. Before that, I worked at a Red Wing store, so I've been involved with the brand for more than 10 years now. When I was young, I found a battered pair of "875s" at a thrift store, and I've been captivated by them ever since (laughs). I have about 50 pairs of boots at home, and I choose the model that suits my mood at the time.
Mr. Kakuno spoke softly. As for the important aspect of customer service, he proudly states, "I want to make it less salesy, in a good sense.
I want to convey the charm of Red Wing to the customers who come here," he said. So customers who just want to try on a pair and get a feel for the boots are also very welcome. Shibuya Parco is sure to have many young customers, and some of them will be visiting the store for the first time. I would like to serve them carefully so that I can provide them with the information they want, including not only information about the boots but also measurements of their foot size.
While saying this, he added, "We are ready for fans of the brand from long ago to enjoy it as well.
For example, we are flexible when it comes to repairs, and we can also respond to customization requests such as changing the sole to give a different look and feel. Red Wing uses a variety of outsoles depending on the model, and it is also possible to create a pair of shoes to your liking by using a non-default sole. I listen carefully to customers' requests and share with them the knowledge I have gained from working with this brand over the years, and give them the right advice.
